I stayed at this hotel for several days and had been using the elevators freely with no issues from security. However, at 1:53 a.m., after running to my car to retrieve an inhaler for my wife—who has asthma and was having an episode—I was suddenly stopped by security and told I could not go upstairs without my room key, which I had accidentally left in the room.
I explained the situation, but security repeatedly insisted on seeing my key with no effort to assist or offer a solution. Frustrated and concerned for my wife, I went to the front desk for help and was met by Wayne, whose customer service was extremely poor. Rather than apologizing or explaining the policy and offering to make a replacement key with my ID, he simply repeated “that’s the policy” and stared at me, showing no empathy or initiative.
Because of this, I had to call my wife—who was in the middle of an asthma episode—to come down to the lobby so I could return to the room. To make matters worse, when she exited the elevator and asked security if I could come upstairs without showing a key, they said yes—completely contradicting what I had just been told.
The lack of consistency, empathy, and basic customer service from both security and Wayne was unacceptable. This experience ensured that I will never stay at this hotel again.